Definition -
“Wine is the alcoholic beverage obtained from the fermentation
of the juice of freshly gathered grapes,
the fermentation taking place in the district of origin according to
local tradition and practice”
Saturday, 13 July 2013
Friday, 12 July 2013
Thursday, 11 July 2013
Steps of Serving Food
SERVING FOOD
BASIC SEQUENCE OF SERVICE CHECK LIST (FOOD)
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Greeting
and Welcoming by using the Guest Name
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ü
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Presenting
the menus
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ü
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Informing
Daily Specials and non available items
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ü
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Taking
the orders
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ü
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Repeat the order
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ü
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Serving
the drinks and food
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ü
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Offer
Fresh Pepper
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ü
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Clearing
the table (Glasses, plates, ashtrays etc.)
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ü
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Crumbing
the table
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ü
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Service
of tea or coffee
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ü
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Presenting
the bill
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ü
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Bidding
Farewell to the Guest
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ü
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Wednesday, 10 July 2013
Hotel Vocabulary with Example
Hotel Vocabulary
Adjoining rooms
two hotel rooms with a door in the center Ex- If you want we can book your parents
in an adjoining room.
Amenities
local facilities such as stores and restaurants Ex - We are located downtown, so we are close
to all of the amenities.
Attractions
things for tourists to see and do Ex- The zoo is our city's most popular attraction for
kids.
Baggage
bags and suitcases packed with personal belongings Ex- If you need help with your baggage we
have a cart you can use.
Bed and Breakfast
a home that offers a place to stay and a place to eat Ex- I can book you into a beautiful Bed and
Breakfast on the lake.
Bellboy
a staff member who helps guests with their luggage Ex -The bellboy will take your bags to your
room for you.
Book
arrange to stay in a hotel Ex- I
can book your family in for the weekend of the seventh.
Booked
full, no vacancies Ex- I'm
afraid the hotel is booked tonight.
Brochures
small booklets that provide information on the local sites
and attractions Ex- Feel free to
take some brochures to your room to look at.
Check-in
go to the front desk to receive keys Ex- You can check-in anytime after four o'clock.
Check-out
return the keys and pay for the bill Ex- Please return your parking pass when you check-out.
Complimentary breakfast
free of charge Ex- All of
our rooms have complimentary soap, shampoo, and coffee.
Cot, rollaway bed
a single bed on wheels that folds up Ex- If you need an extra bed, we have cots available.
Damage charge
money a guest owes for repairs to hotel property (when
caused by violent or careless acts) Ex- We
will have to add a damage charge for the hole you put in the wall.
Deposit
amount paid ahead of time to secure a reservation Ex- You will not receive your deposit back
if you cancel.
Double bed
a bed large enough for two people EX- They are a family of four, so give them a room with two
double beds.
Floor
a level of the building Ex- The
swimming pool is on the main floor.
Front desk, reception
the place where guests go to check in and out and to get
information Ex- Towels are available at
the front desk.
Guest
a person that is staying at the hotel Ex- Our washrooms are for guests only.
Hostel
a very inexpensive place for backbackers and travelers on a
budget Ex- In the hostel you probably
won't get your own room.
Hotel manager
person in charge at the hotel Ex- I'll let you make your complaint to the hotel manager.
Housekeeping, maid
staff members that clean the rooms and linen Ex- Put a sign on the door if you want
housekeeping to come in and change the sheets on the bed.
Ice machine
a machine that automatically makes ice that guests can use
to keep drinks cold Ex -There is an ice
machine by the elevator on all of the even numbered floors.
Indoor pool
place for guests to swim inside the hotel Ex- The heated indoor pool is open
until 10 pm.
Inn
another word for "hotel" Ex- There's an inn on the other side of town that has a
vacancy.
Jacuzzi, hot tub, whirl pool
a small hot pool for relaxation Ex- Our honeymoon room has a personal hot tub.
King-size bed
extra large bed Ex- A room
with a king size bed costs an extra ten dollars a night.
Kitchenette
a small fridge and cooking area Ex- Your room has a kitchenette so you can prepare your own breakfasts
and lunches.
Late charge
a fee for staying past the check-out time Ex- You will be charged a ten dollar
late charge for checking out after 11 am.
Linen
sheets, blankets, pillow cases Ex- We will come in and change the linens while you are out of your
room.
Lobby
large open area at the front of the hotel Ex- You can stand in the lobby and
wait for your bus.
Luggage cart
a device on wheels that guests can push their luggage on Ex-Please return the luggage cart to
the lobby when you are finshed with it.
Maximum capacity
the most amount of people allowed Ex- The maximum capacity in the hot tub is ten people.
Motels
accommodations that are slightly cheaper than hotels Ex-Our motel is very clean and is close to the
beach.
Noisy
loud Ex- The guests
next to you have complained that you are being too noisy.
Pillow case
the covering that goes over a pillow Ex- Room 201 doesn't need their sheets changed, but they
requested one new pillow case.
Queen size bed
bed with plenty of space for two people (bigger than a
double) Ex- They have a queen size bed so the
small child can eaily fit in the middle.
Rate
cost of renting a room for a certain time period Ex- Our rates change depending on the season.
Reservation
a request to save a specific room for a future date Ex- They say they made a reservation but
it doesn't show on the computer.
Room service
delivery of food or other services requested by guests Ex- If you would like a bottle of wine, just call
room service.
Sauna
a hot room for relaxation, filled with steam Ex- We don't recommend bringing young
children into the sauna.
Single bed
a bed for one person Ex- The
economy priced room includes one single bed.
Sofa bed, pull-out couch
a bed built into a sofa or couch Ex- The room contains a sofa bed so the room actually sleeps five.
Towels
used to cover and dry the body after swimming or bathing Ex- You can get your swimming pool towels
at the front desk.
Vacancy
vacant
available rooms Ex- We
only have one vacancy left, and it is for a single room.
Valet
staff that parks the guests' vehicles Ex- If you leave your car keys with us, the valet will park your
car underground.
Vending machine
a machine that distributes snacks and beverages when you
insert coins Ex- The vending machine on the
fifth floor has chocolate bars and chips.
View
a window that offers a nice image for guests Ex- The room is more expensive because it has
a spectacular view of the beach.
Wake up call
a morning phone call from the front desk, acts as an alarm
clock Ex- What time would you
like your wake up call?
Weight room, workout room, gym
General test for Hotel Management
HOTEL MANAGEMENT
WRITTEN TEST Max. Marks 50
Q. Differentiate
between A la carte and Table d’ hote menu. (5)
iz- vk
yk dkVZ ,oa rkcys nh gksr esU;w
ds chp esa vUrj crkb;sA
Q. What are the
different kinds of services? Kindly elaborate. (10)
iz- lfoZl ds fofHkUu izdkjksa ds ckjs esa
crkb;sA
Q. Define the
following terms: (10)
iz- fuEufyf[kr dh ifjHkk"kk crkb;sA
·
Cover (doj)
·
Cruet Set (dzq,V lsV)
·
Check (psd)
·
Twin Room (V~fou :e)
·
King Size Bed (fdax lkbt csM)
·
Amenities (vesfuVht)
·
Scanty Baggage (LdSUVh cSxst)
·
Overstay (vksoj LVs)
Q. What are the
different phases of a guest cycle? Describe the activities a guest goes through
in these phases. (10)
iz- xsLV lkbdy ds fofHkUu Qst
D;k gSa\ bu Qstksa esa xsLV dh xfrfof/k;ksa dh O;k[;k dhft, A
Q. What are the
different methods of making a reservation? Briefly explain. (5)
iz- vkj{k.k djus dh fofHkUu fof/k;ksa dh
C;k[;k dhft, A
Q. What do you
understand by the following room status? (5)
iz- fuEufyf[kr :e LVsVl ls vki D;k le>rs
gSaA
·
Vacant Clean (oSdsUV Dyhu)
·
Out of Order (vkmV vkWQ vkMZj)
·
Do Not Disturb (Mw ukWV fMLVcZ)
·
Occupied (vkWD;wikbM)
Q. What are the different meal plans followed by hotels? Please
explain. (5)
iz- fofHkUu izdkj ds ehy
Iyku ds ckjs esa crk;sA
Phonetic Alphabet used in Hotel and Tourism Industry
Phonetic Alphabet
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Letter
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Word
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Pronunciation
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A
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ALFA
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AL FAH
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B
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BRAVO
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BRAH VOH
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C
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CHARLIE
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CHAR LEE (or) SHAR LEE
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D
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DELTA
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DELL TAH
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E
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ECHO
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ECK OH
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F
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FOXTROT
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FOKS TROT
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G
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GOLF
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GOLF
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H
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HOTEL
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HOH TELL
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I
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IN
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J
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JULIETT
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JEW LEE ETT
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K
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KILO
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KEY LOW
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L
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LEE MAH
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M
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MIKE
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MIKE
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N
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NOVEMBER
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NO VEM BER
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O
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OSCAR
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P
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PAPA
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PAH PAH
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Q
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KEH BECK
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R
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ROMEO
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ROW ME OH
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S
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SUGAR
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SHU GA
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T
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TANGO
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TANG GO
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U
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UNIFORM
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YOU NEE FORM (or) OO NEE FORM
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V
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VICTOR
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VIK TAH
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W
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WHISKEY
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WISS KEY
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X
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XRAY
|
ECKS RAY
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Y
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YANKEE
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YANG KEY
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Z
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ZULU
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ZOO LOO
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Tuesday, 9 July 2013
Hotel Room Division
Calculation
Are you planning on starting a
career in hotel sales? If so, you're going to need to become familiar with
revenue management and the mathematical calculations that go along with it.
When I worked in the hotel industry, the calculations were one of the first
things that I needed to learn in order to transition from a front desk clerk's
position into management. With that said, I thought that I would share a few of
the calculations with those who may be contemplating a hospitality career. Here
they are:
Occupancy
Percentage
A hotel's Occupancy PERCENTAGE is
important to figure out because it represents the number of rooms sold during a
select time period. It is often used in forecasting and marketing. When I was
employed as a Director of Sales and Marketing, I used it to help determine
whether or not the promotions and marketing strategies that I was using were
working the way that I had hoped. The occupancy rate is calculated by dividing
the number of occupied rooms into the number of available rooms. For example,
if a hotel has 100 rooms and 90 of those rooms are occupied, the hotel is said
to have a .9 or 90% occupancy percentage.
Multiple
Occupancy Percentage
A hotel's multiple occupancy
percentage is also good to know. It is often used by both the housekeeping
department and a hotel's food and beverage divisions for forecasting revenues
and ordering supplies. Some hotels may also use the percentage to evaluate
possible expansion and remodeling initiatives. For example, if the hotel finds
that they sell more double occupancy rooms that single occupancy rooms, they
may want to convert their single occupancy rooms into doubles. It is calculated
by dividing the number of guest rooms occupied by more than one person into the
number of rooms sold.
Average
Number of Guests per Room Sold
The average number of guests per
room sold is also used in forecasting revenues and ordering supplies. I would
often use it in conjunction with the multiple occupancy percentage. It is
calculated by taking the number of guests in the hotel and dividing it into the
number of rooms sold. For example, if a hotel has 150 guests and 100 rooms
sold, its average number of guests per room sold would be 1.5.
Average
Rate per Guest
The average rate per guest is calculated
by taking the total rooms revenue for the day and dividing it into the number
of guests. For example, if the hotel made $6,000 and had 50 guests in house,
the average rate per guest would be $120. It is often used in budgeting
applications, forecasting and the purchasing of supplies.
Rev Par
Based on my experience, Rev Par is
crucial because it takes into account all revenue streams and as such provides
a revenue benchmark for the entire hotel. It is also the calculation that I
used the most often throughout my hotel career. It is calculated by taking the
hotel's total revenue and dividing it into the number of available rooms. For
example, if the hotel's rooms division and restaurant generate $7,000 in one
day and the total number of available rooms is 100, the hotel's Rev Par is said
to be $70.
Average
Daily Revenue
Like its name suggests, a hotel's
average daily revenue is used in revenue forecasting and rate setting. It is
calculated by taking the day's total amount of room revenue and dividing it
into the number of rooms sold. For example, if a hotel made $4,000 in revenue
and sold 50 rooms, its average daily rate would be $80.00.
Yield
Statistic
A hotel's yield statistic represents
the difference between what was sold and what could have been sold. As such, it
is an important indicator of the quality of the hotel's sales agents as well as
the public's perceived value of the property. In my opinion, it is also useful
in determining whether or not the hotel's rack rate is unrealistic. The yield statistic
is calculated by taking the actual room’s revenue figure and dividing it into
the potential room’s revenue figure. For example, if a hotel has the potential
to generate $10,000 in revenue but it only generated $5,000, its yield
statistic would be .5 or 50%.
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